The Bergen Tour Experience is responsible for all guests who have booked a tour/activity with us. We will provide the guest/s with the correct information relevant to the booked tour via email in advance of the departure date. 

Our latest contact details can be found on our website www.tourbergen.com

Confirmation 

For tours with advance payment, your booking is confirmed once you receive an email with your booking reference number. Attached to your confirmation email will be your digital ticket and your receipt. 

For tours without advance payment, your booking is confirmed once you receive an email with your attached digital ticket and your receipt. 

Payment 

Our booking platform uses a secured payment processor. All personal data and payment information is handled by an encrypted website and all information is properly secured. Only The Bergen tour Experience has access to your booking details. 

Ticket 

The customer will receive a digital ticket via email on or after the time of booking, which must be accessible and shown at the departure location. 

The ticket associated with your booking is only valid for the stated tour/activity, date, time and number of persons. 

Cancellation policy 

Operator cancellation 

In the event of a cancellation, you will receive a cancellation email. 

We reserve the right to cancel your booking for the following reasons: 

  • Reasons out of our/our suppliers’ control. For example, dangerous conditions, local or governmental restrictions, accidents, industrial action, etc. 
  • If the tour departure does not meet the minimum number of required bookings. In this event, we will contact you and may offer alternative arrangements, subject to availability. 

For cancellations made by us, your booking will be refunded 100%. If an advance payment has been made, this will be fully refunded to the original payment account within 14 working days. If a payment is pending or has been reserved, this will be cancelled immediately. 

Insurance 

All booked guests are covered by our limited insurance, for the duration of the tour. 

We advise all guests to have comprehensive personal/travel insurance. 

Complaints 

In the case of any problems or errors, please contact Tour Bergen as soon as possible. Up to date contact details are available on our website www.tourbergen.com 

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Guest cancellation 

If you wish to cancel your booking, please contact us at booking@tourbergen.com as soon as possible. 

A full refund applies to cancellations made more than 48 hours before the tour departure time

75% of the full price will apply if the cancellation is made 24 hours before the activity starts

No refund applies 24 hours before the activity or if the guest does not show for the tour at the agreed date, time and place. 

If an advance payment has been made, this will be fully refunded to the original payment account within 14 working days. If a payment is pending or has been reserved, this will be cancelled immediately. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

Shipping returns

Need help?

Contact us at https://tourbergen.com for questions related to refunds and returns.